The ideal candidate will develop a deep understanding of ITSM solutions, lead customer discovery sessions, and deliver compelling product demonstrations across the ITSM and IT operations domains. This role requires hands-on experience with ITSM platforms such as Jira Service Management, ServiceNow, or BMC, along with strong ITIL knowledge, excellent communication skills, and the ability to build trusted relationships with clients across China, Hong Kong, and Taiwan.
Responsibilities
- Lead discovery sessions to uncover customer pain points, technical requirements, and business goals across ITSM and IT operations domains.
- Deliver compelling product demonstrations and solution walkthroughs that clearly articulate business value and ROI.
- Assist in preparing solution proposals, scope definitions, effort estimations, and high-level solution designs.
- Respond to RFPs/RFIs and contribute to bid management processes with relevant technical content.
- Represent iZeno at industry events, seminars, and customer-facing marketing activities in the region.
- Build and maintain a library of presales assets, including demo environments, case studies, and reusable proposal content.
- Support post-sale handovers, ensuring delivery teams are set up for success with well-documented customer context.
- Train and enable sales colleagues on ITSM solution positioning and value messaging.
- Work with the Sales team to build and maintain trusted relationships with clients across China, Hong Kong, and Taiwan.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related discipline.
- A minimum of 5 years of experience in a Presales or Solution Consultant capacity with significant ITSM exposure.
- Hands-on experience with ITSM platforms — Jira Service Management strongly preferred; experience with other ITSM tools (e.g., ServiceNow or BMC) also considered.
- Strong understanding of ITIL practices and IT service management concepts, with practical experience applying them in real-world environments.
- ITIL Foundation certification is required; ITIL Practitioner or higher certifications are advantageous.
- Fluency in English, Mandarin, and Cantonese (spoken and written) is required.
- Proven track record of supporting and contributing to successful sales outcomes in a B2B technology environment.
- Ability to simplify complex concepts, practice active listening, and apply smart discovery questioning.
- Strong emotional intelligence with the ability to read a room, manage objections, and build rapport quickly.
- Comfortable managing multiple opportunities simultaneously while whiteboarding solutions, running live demos, or speaking at seminars.
